How to do a good job in ticket sales? How to expand customers?

Nine common mistakes made by salespeople

1, forget your smile

Step 2 quarrel

3, too close to the customer, too enthusiastic

4. Made a concession easily

5. Ignore the real needs of customers.

6. Draw conclusions to customers easily.

Step 7 ignore old customers

8. Too professional

9. Say yes easily

1, forget your smile

Salespeople travel everywhere, sometimes it's windy and rainy, sometimes it's freezing, sometimes it's scorching sun, and some human factors will inevitably bring some emotions. When they meet customers, they forget their smiles. Psychologically speaking, the first 10 second is the most critical time for communication between people. 10 second, determine the attitude of the other party to contact you. Smile is an important body language that God has given us. If your body language gives the other person the impression at first: "Actually, I don't want to see you", do you think the other person will accept you? Since you give each other this feeling, then everyone is fair to the public and has no feeling at all. Do you think the next conversation will be pleasant? So, whatever happened before we met the client, it's your own business. When we meet our customers, we should smile first, which is more important than your clothes and your manners. If you really can't laugh, don't go in when you get to the customer's door. Go to the bathroom first, wash your face, comb your hair and pull your facial muscles up 20 times, which will be much better. Then walk into the customer's office at a brisk pace, look into the customer's eyes and smile.

Step 2 quarrel

God designed the brain and mouth for human beings. Besides eating, the mouth is used to express one's feelings and thoughts. Different people's experiences and educational background will lead to different opinions. It's natural, just like I like seafood, but my wife doesn't. My hometown is near the coast, in that place in Jiangsu, while my wife's hometown is the mainland and Chongqing. I think lobster is delicious, but my wife says it looks delicious with so many claws. We are the same as customers. We tell a story. A famous architect designed a municipal building for a place in history. One day the mayor came to tell him that there were no pillars in the hall and it might collapse. In fact, this is an alarmist thing. The architect just said "good" and added a few pillars. A few years later, the architect died. One day, people suddenly found that the pillar didn't touch the ceiling at all. This story gives us great inspiration. If the master architect at that time told the mayor a lot about the theory of building structure, do you think the mayor could accept it? Can you understand?

Therefore, when we communicate with customers, it is normal for customers not to understand or misunderstand the products. I believe that when customers give their reasons, they must think they are right. At this time, our best way is to stand in their position, prove it to them with facts, take out your successful case and let them experience it instead of arguing. By the way, everyone has self-esteem. When you deny a person's point of view to his face, he will try his best to defend his idea. Even if you win the argument, you will eventually lose the order. Why?

3, too close to the customer, too enthusiastic

When waiting for a bus on the platform, or waiting in line to buy something, if strangers come forward to ask you for directions, you will instinctively step back. If the space is narrow, you will unconsciously lean back. This is because others have invaded your private space. When people take a crowded bus, they will look out of the window or turn their eyes to something. This is because when our private space is invaded, we will instinctively transfer ourselves. Similarly, when we go to the supermarket to buy things, the salespeople will feel depressed if they come too close. So, how far away should we keep from our customers? It is best to stay away from1.2m for the first contact with customers, so that communication will be easier and there will be no pressure. People leave the distance within 1.2 meters to their families, relatives and friends. Please keep a certain distance from your customers unless they approach you actively.

4. Made a concession easily

I used to have a neighbor named Zhang. One day, Uncle Zhang and his aunt saw a Qing dynasty clock in an antique shop. I heard that Empress Dowager Cixi used it. It's beautiful. Both of them have been here several times, but they are afraid to buy them. Because the price tag was 50,000 yuan, Aunt Zhang said to the uncle, "If only I could sell it for 30,000 yuan." You can try to lower the price. Uncle got up his courage, rubbed his hands, walked up to the clerk and said, "Miss, I saw your clock. You left it there for a long time. Look at this, I'll pay 25 thousand and sell it to me. " Will the old couple be happy? Uncle Zhang's face changed greatly and he suddenly felt that the clock was much lighter. How did he find that his watch didn't seem to work? Reluctantly, they paid the money, returned home with things full of doubts, and put the clock in the hall. It looks good, but the old couple are very unhappy. It doesn't seem to belong to the Qing Dynasty. Why does that guy sell so cheaply? Is there a problem? Grandpa had a heart attack and died soon. That damn guy not only cost the company half of its money, but also indirectly killed people. In fact, this often happens. Of course, I'm not talking about killing people after shopping. What I'm talking about is that business people give in easily. In our daily life, we often go shopping for clothes. One day, you went to the store to buy clothes, and you saw a coat. You were very satisfied. The price tag is 580 yuan. We in China like to bargain. At this time, bargaining has become a natural thing. For example, at this time, you ask the young lady who sells clothes that I will buy it for 300 yuan. "That little sister, like the salesman mentioned above, answered you without blinking an eye:" Well, I'll sell it to you and pay there. "What will happen to you?" If you are cheated, you should kill more. This dress is worth 150 yuan ",so you ran away while paying. Let's think about it somewhere else. If you are the little girl who sells clothes and the customers buy them without blinking, you will also think, "Oh, what a pity! If I knew, I would quote a higher price! "

Back in our own company, if the boss tells all the employees in the marketing department that the original price of our sofa is 5000 yuan, and if the number of customers is really small, we can get a 10% discount. Guess what? Everyone has a 10% discount. Think about it. Is there a difference between 4500 and 5000 after a 10% discount? Do those who can afford 5000 sofas still care about your 500 yuan? I'm not talking about price analysis now, but at this point, I have to mention that when customers choose a company's specific products, talking about price is only a matter of face. If you can lose a penny, you will lose a penny, or show off your professionalism in front of your boss and colleagues. At this time, giving the other person a step will make him lose face and he will be embarrassed to cut money again. Think about it, each sofa is 500 more. What about 100? 1000 sets? Every salesperson knows this truth. How much profit do you think a year can bring to your company?

5. Ignore the real needs of customers.

One day, an old lady walked into a fruit shop and asked the boss, "What about this plum?" ? The boss said, big, sweet and fresh. The old lady bought nothing, and then went to another fruit shop and asked the same question. The boss answered the same thing, but the old lady left anyway. In this way, the old lady visited several fruit shops and finally bought nothing. The owner of one of the fruit shops was puzzled and asked, "I see you have visited several fruit shops." What do you want to buy? The old lady replied, "My daughter-in-law is pregnant and wants to eat sour plums, so I came out to see if there are any for sale." The boss suddenly realized.

Many of our salespeople know their products and markets very well. This is a good thing in itself. When many companies recruit sales staff, product training is essential, so when communicating with customers, most of them are talking about how excellent their products are, ignoring the real needs of customers. There is a saying that it is easier to help others buy things than to sell their own things to others. We are the middleman between the customer and the company. Many business people only remember that they represent the company, but forget that they are actually consultants to customers. Sometimes customers don't know what they need, just like when there is no washing machine, no one wants to buy it. Even if it is the same product, the purpose of purchase may not be certain. For example, some people buy sunglasses to be cool, some people don't want people to know themselves, and some people may want to fold their glasses because they are swollen. So when we do business, we must think that we are also a consultant to our customers. We meet customers' needs, not just selling products.

6. Draw conclusions to customers easily.

A relative of mine is in the United Arab Emirates. One of his clients wants 2,000 iron filing cabinets and asked me to help her find the source in China. The requirements are: 1320 high, 450 thick, 6 10 wide and 0.8 detachable board. I'm glad to hear the news. With my years of sales experience, there is no problem. But in fact, it's not as easy as I thought. I know nothing about cabinets. I opened Ali, clicked on the contact information of several companies and called them. Most of them were answered by business people. Because the export of goods should start from Tianjin, Shanghai or Shenzhen, and I am in Chengdu, so the factories I am looking for are all enterprises in Shanghai, Shenzhen, Suzhou and Tianjin. Shit, it's a little irritating. Half of it is. They all asked me questions in strange voices, as if I were a liar. There was even a man and a woman who hung up the phone with a beep and said, "It's too far, we won't do it." Think about it, how can these sell well? Although I didn't calculate the profit lost by unprofessional salespeople, I believe it will not be less.

Business personnel should never draw conclusions to customers without knowing the truth. I find that many business people make this mistake. After communicating with the customer, or taking a look at the customer's expression for the first time, you will come to the conclusion: "This guy knows that he has no money at a glance, and most of them will not buy it, just asking casually; Is this guy here for information? " If the salesman has such an idea, even if he really wants to buy it, he won't buy you, and he will hate you and your company for life. Especially for new business personnel, this often happens. In fact, successful salespeople will go through two processes when completing an order, one is to clinch a deal in their hearts, and the other is to clinch a deal in reality. Before meeting customers, successful salespeople think in their hearts that they will be able to make a deal. Meet and talk with them just to let them know more about us. There is a saying: "A veteran is a top three". In fact, the "veteran" is more experienced than the novice, but more importantly, the veteran knows that the other guy is definitely not my opponent before he is out, and it will be done in two rounds.

So in our daily work, we receive a call from a customer, and we regard him as your customer whether he wants to buy your things or not. Everyone should take it seriously. If customers buy you, they have reason to buy you. If he doesn't buy you, he doesn't buy you for a reason. Even if he doesn't buy it now, he may not buy it later. Even if he can't afford it, his friends around him may not be able to afford it. In reality, a large number of people are tone-deaf, and they buy pianos to keep up the show. Some people who never turn over books buy a lot of books and pretend to be knowledgeable. Many people who drive Mercedes wear cloth shoes. Therefore, at work, don't draw conclusions to customers casually, but listen carefully to customers' problems and analyze customers' needs.

Step 7 ignore old customers

I bought a watch in Beijing Hualian Casio and wore it for three months, because the time was fixed when I first bought it, and I didn't care about anything else. Suddenly one day, I found that I forgot how to set it, and I didn't get it out for a long time. After shopping with my wife for a weekend, I passed Hualian and went in to buy one for my wife. I went to the counter and said to the watch seller, "Miss, I bought a watch from you three months ago, and I forgot how to set it up. Please tell me. " Just then, two guests came to look at their watches. She said, "OK, wait a minute", and I waited there. From noon 1: 45 until 3: 20. She just introduced his watch to others and didn't have time to talk to me. I finally got angry. In front of their customers, I said, "How can you Casio sell things without caring about anyone?" The other customers heard me say this and left. In fact, he told me at most 1 minute, and I can buy another one to put in a good word for her. As we all know, when we were shopping, someone else happened to buy the same product here, and his words were more useful to us than all the business people said.

In reality, many of our business people, after working for many years, are still looking for customers every day like newcomers. This is not to say that his business ability is poor. I am responsible to tell you that most of the reasons are that you have forgotten your old customers, world-famous sales masters and Guinness World Records holders. Mr. joe girard said to his regular customers: Whenever and wherever I meet you again, I will put down any work and say hello to you. As soon as many business people hear the service, they think it is the company's business, or they think it will cost money again. Actually, think about it If that Casio salesgirl stops what she is doing and comes over and says, Hello, what's wrong with your hand? Can I help you? Let the people who want to buy hear this. Do you trust this company? I think this is a very responsible company, and its products must be very good. So, the next time your old customers come over, you must introduce them to everyone, thank them for buying your things, and send a card or a text message to your customers on holidays. I believe your sales performance will be higher and higher.

8. Too professional

Many of our business people are very confident that our company is the best in the industry and our products are the best, which is a good thing in itself. What I'm talking about now is that their confidence will invisibly think that they are also the best. Therefore, they will show that they are professionals invisibly. In the process of communicating with customers, they will often say some technical terms, and some even pop up a few foreign languages at will, so that the other party does not know what you are talking about and feels embarrassed. Do you think this exchange meeting is pleasant?

I want to emphasize that many new business people are always blocked by the front desk or irrelevant people when looking for the core figures of customers. The front desk operator is answering the phone every day and has heard all kinds of voices, especially the new business personnel, who know to sell as soon as they hear the voice, speak fake Mandarin and think they are very professional. As soon as they heard it, they knew that they were different from the public. People from another planet. The most acceptable voice is the local voice of the customer, and the most acceptable language is the language you usually speak. If you are in Nanjing now, when you call a customer in Nanjing, the front desk will generally not stop you, just treat you as a colleague of our company.

Therefore, to communicate with customers, it is best to use the local language of customers and say what customers can understand, so that the other party can feel that they are kind ordinary people.

9. Say yes easily

Once, our company purchased a batch of parts, and the supplier agreed to deliver them at 0: 00 pm on Tuesday. I kept asking them if they came out at nine o'clock in the morning, and by nine o'clock in the evening, they all returned it, and they kept saying. But he didn't come until three o'clock the next afternoon, which made our boss very angry and won't buy their things next time. In business, when communicating with customers, most people have a winning mentality: "As long as we can win the order, we can promise anything"; For example:

It will be delivered in 20 days. In order to please customers, it is said that it will be delivered in 18 days.

It is said that the charging time is 40 hours, but it is actually 50 hours.

It is 100g paper, but it is 120g paper.

And so on. Anyway, as long as the customer gives money, he has money, and nothing else matters. After investigation, generally an dissatisfied customer will tell 1 1 potential customers. By the way, many companies are promoting customer loyalty now, because customer satisfaction alone is not enough. Satisfied customers may not buy you next time. On average, a loyal customer will recommend your product to three people. Here we know what customer satisfaction is. The so-called customer satisfaction refers to the gap between customers' expectations and reality. If they meet their expectations, they will be satisfied; if they don't, they will be dissatisfied; if they exceed their expectations, they will be loyal. 96% dissatisfied customers will not complain to the company, but will not buy yours next time. This is why some companies require salesmen to have reservations when explaining products to customers. Imagine: we promised our customers that the live broadcast time would be 40 hours, but the result was 50 hours, and our customers would be surprised. So we do business, don't make some unrealistic promises to customers in order to win orders, which will easily break our own financial path.